MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, managed customer complaints via its Incident Creation & Resolution and VOC processes. Input from Customers gathered via phone, email or chat in the Customer Support CS area was captured as an incident. Relevant incidents were combined with feedback gathered through Customer Satisfaction Surveys, which was aggregated and aligned with Customer Key Requirements during execution of the VOC. Al...

BPIR Categories

7.3.2 Manage customer complaints

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